Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to contact Phobio in regards to two credits never received for two Apple device trade-ins.The confirmation numbers for the two trade ins are as follows:30826723667 - $180 *********** - $570 While these were completed in 2020 and 2018 respectively, I had intended to keep the credits until ready to make my new computer purchase which is now at this time. I am unable to locate any Apple credits received in association with these trade-ins and request that they are resent. I was originally assured that these credits will never expire and they have never been used. I have attempted to contact ****************** as well as this was referenced at the company you use to provide these credits but they too have sent me your way. I have spent 3 hours on the phone with Apple this week as well as 2 hours in-person in the store. They do not have access to your database and therefore can not assist me. We attempted contacting Phobio while in the store and once again, there is no one in the company who we are able to get a direct connection with.

  

  Business Response

  Date: 12/04/2023

  Hello ****** You're absolutely correct! Apple Gift Cards never expire. The payment emails that includes Apple Gift Cards do expire over time for the customer's protection and security reasons. Phobio issues the payments, but it is the customer's responsibility to document their gift card details for future use especially if it has been more than two years ago. You've made only one contact to our support team regarding payments for two trades (please see attachment). One payment was originally sent to you and claimed (please see the attachment) and we acted on good faith and supplied a gift card for the second trade we never received. As you know, we no longer offer phone support and our email response time is two business days. If two business days has passed, please contact our Director of Customer Support at ***************************************************************************************************************. 

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 I traded my previous iPhone to Apple as part of their iPhone Trade-In program. Apple partnered with Phobio to manage this trade-in process. After my iPhone was accepted for trade-in I received an email with an Apple Gift Card. As is widely made public Apple Gift Cards do NOT expire. When I opened this link today to use this gift card I was met with a message saying the reward expired. I tired contacting Phobio about this and they have failed to take action. I contacted their partner virtualrewardcenter.com who defers to Phobio as the program sponsor. Furthermore Phobio told me that the link expired in one year and that it was up to me to redeem the gift card. Nowhere in the email which includes my payment for my trade-in (which Phobio calls a reward) does it specify that the link will expire or that I have to redeem it in a year. Again it is common knowledge that Apple Gift Cards do not expire. I request immediate payment of $ ***** to satisfy this transaction. Otherwise I deem it theft and deceit on the part of Phobio and its partner virtualrewardcenter.com.

  

  Business Response

  Date: 11/02/2023

  Hello ****. You're correct, Apple Gift Cards never expire. We're sorry you did not have a record of your Apple Gift Card after it was emailed to you in 2020. For security reasons and for the protection of the customer, the original payment email expires after some time. For most customers, they don't use their gift card right away and will document their card details for future use. Our support team has responded to you and will continue to work with our payment provider to see if we can get you access to your gift card again. 

  Customer Answer

  Date: 11/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Phobio was able to work with their partner and I had the link to the Apple Gift Card in question extended. Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a Macbook as a trade in to get a ****** gift card. *** lost the package and Phobio started up a claim. *** paid for them for the lost item but they're refusing to send me the gift card I was promised. I used their prepaid label that was sent to me too.

  

  Business Response

  Date: 06/06/2023

  Hello ****, 

  We understood from you that your package was lost while in transit. Luckily, we insure all devices that are sent to ** for trade-in. Knowing this, our procedure is to file a claim with the shipping courier to further investigate these claims. Unfortunately, after the investigation, they did not find sufficient evidence to approve the claim and advised to contact the shipper for more information. Please provide us or the shipping courier more information on how your device was shipped. 

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a MacBook trade-in with a $255 value, and the confirmation # is #***********. However, I have not received any ****** store card after the payment processing day, almost a month and a half ago.

  

  Business Response

  Date: 05/16/2023

  Hello Muyun, 

   

  We have responded to your email regarding your payment and how to obtain your card details. Please see the attached screenshot. If you need additional assistance, please let us know. 

   

  Best regards, 

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a perfect condition computer(iMac 2021 model) via *** with Phobia furnished box for trade-in to Phobio for $450 ****** gift card. I received an email notification saying my computer's value has decreased to $90! Then I saw a picture of my computer with a corner damaged and crack going across the front of computer. I got my computer back and it looks like someone dropped it. The original shipping box looks fine. And the damage was on the bottom corner across...Phobio told me they will help me file a claim to ***. They said there's insurance coverage on the shipment. (which I still doubt it happened during the shipment...) However, they haven't helped me with anything! I am stuck with a computer that's damaged and not worth much.

  

  Business Response

  Date: 05/01/2023

  Hello ********, 

  We've responded to your message via Support on next steps to resolve your case. Please reply back to that email if further assistance is needed. 

  Thank you!

• Initial Complaint

  Date:04/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased Apple iPad from Apple per order #W1204592410, with trade-in of old iPad estimated at $85. I verified that iPad was fully functioning with any screen defects. Phobio revised my trade in value to $0 after inspection, claiming white spot defects on screen without any proof. I have rejected the $0 trade in value and expect my unit to be shipped back promptly without damage. I am filing a complaint because the I believe the inspection results are inaccurate and that I was denied the trade in value erroneously.

  

  Business Response

  Date: 04/18/2023

  Hello *********** 
  Unfortunately, Phobio did not facilitate your trade-in. You will need to contact the company which you submitted your trade with. Hopefully, they can point you in the right direction to receive your needed help. 
  Thank you. 

• Initial Complaint

  Date:04/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used ****** Trade-in program. Which is tied to Phobio, LLC PO Box ******, PMB *****, *******, **, 30348-5603 ************** (8am-9pm EST, M-F)Sent in IPAD, was offered ***** which was fine. 12/8/2022 received email stating. "Your ****** Shop Card in the amount of $***** will be mailed to you via **** within 15 days. If you selected to receive a ****** Digital Shop Card, it will be emailed to you within 3 business days. " I can always check status *********** - our payment is processing.. THEN NOTHING.. you cant call, says to email. Have emailed 4 times no response.. no acknowledgement. send me my money or my IPAD Apple iPad Air 2 128GB Cellular Payment: $***** Payment Method: ****** Digital Shop Card

  

  Business Response

  Date: 04/07/2023

  Hello *****! We're sorry to hear you have not received your payment. When you emailed support, we responded with instructions on how to locate your digital payment and how to contact Shop Card directly to have it resent. Please let us know if you were unsuccessful and we can contact them on your behalf. 

  Customer Answer

  Date: 04/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Its so irratating that I had to file a complaint to get someone to respond to me.  Email was not in SPAM / JUNK - Called Card, they resent ( show it was not bounced back or any issue) - popped right ** in my email no issue. Would have been nice to know this information 4 months ago.. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I traded in my iPhone 11 through Puretalk. I didnt know that the phone was going to a third party company. I received an email from phobio that my trade in value was reduced after inspection because of severe scratches to the screen. They even included a picture(which wasnt my phone). The iPhone I sent in was in perfect condition and had NO damage. I have tried to contact Phobio about this and I cannot. They dont have phone customer support and their email support is a loop that goes nowhere. I even called Puretalk to try and resolve this and they gave me phobios number which has no customer support. Just to be clear, Im not some teenager looking to get a new phone for a damaged one. I packed that thing up in the box they provided and it was safe. There is no way it was damaged in shipping and it was perfect when I owned it. This is clearly some kind of scam. Original offer $145. After inspection, $45. I am disappointed in Puretalk for this as well. The worst part is that they have made sure that they dont have to talk to you about it. There appears to be no way to reach anyone.

  

  Business Response

  Date: 01/23/2023

  Hello ******! We're sorry that you couldn't get in touch with us. In the future, you can email us at ******************************************************** or by visiting our site, phobio.com. After reviewing your inspection details, we agree the damage found could not have happened in transit. Unfortunately, we can only speak to the condition we received and would not have a way to determine when or how the damage occurred. Because of what we found, we could not accept the phone for the original amount quoted due to its condition. If you'd like to discuss your trade-in further, don't hesitate to get in touch with us. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18869665
  
  I am rejecting this response because: Once again, the picture of the phone you attached to the email is not my phone. My phone had no damage. None whatsoever or I would have stated that before the trade in. Have you verified that the phone you inspected and claim is mine, is mine?  It seems like it would be pretty easy to send me some photos of the damaged phone turned on and showing the identification number. If you arent going to honor the original trade in amount if $145, then please send my phone back to me. I will be checking the identification numbers in the phone against my records and Verizons records. Ill be sure to update the **********************************************************************************************

  

  Business Response

  Date: 01/23/2023

  Once you receive your phone back, please contact us at ******************************************************** with the phone's serial or IMEI number to verify the device we received matches your records. We look forward to hearing from you. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Processed my trade-in with Apple, where I initially indicated that the screen was cracked, but that was only the damage and I was quoted $90 in instant trade-in and $710 in ******* bill credits. The phone was received and was hit back with "Multiple cracks/shattered display, cracked chin plate" and the total trade-in was dropped to zero. iPhone 11 Pro *** doesn't even have a chin plate. Contacted Apple Support multiple times and was told they'd re-evaluate the phone, only to keep throwing back that the phone wasn't worth anything. Eventually just decided to get the phone back and I'm angered that I lost $800 in trade-in on a phone because of a company that clearly does not understand what Apple is supposed to accept as trade-in.

  

  Business Response

  Date: 01/20/2023

  Hello *****! Unfortunately, we have no record of having a trade-in after looking up your contact details. If your trade was done on Apple's website, we highly recommend contacting them directly to know which vendor processed your trade-in. Please let us know if you need any further assistance with your complaint. 

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed my MacBook Pro to Phobio four (4) months ago as part as the ****** Trade-In Program. The trade in was approved for $625. However, after 4 months and a few attempts to reach out to Phobio, I still have not received my digital ****** card worth $625. Essentially, I have been robbed.

  

  Business Response

  Date: 01/20/2023

  Hello *****! We do not have a record that you've contacted us at *********************************** You can have your payment resent to you by contacting Shop Card at ************. Please let us know if further assistance is needed!